Purpose:

Russellville EPB’s Disputed Bill Resolution Policy is to provide all customers with a fair and consistent process for

resolving billing disputes through the established chain of command beginning with EPB’s Customer Service

Representative (CSR). The Disputed Bill Resolution Policy will be applied without regard of race, color, creed, sex,

national origin, or marital status.

Resolution Procedures:

A customer who believes their monthly bill is in error shall notify the EPB office by phone, mail, email, or in person prior to the “Past Due After” date on the monthly bill. Payment of the disputed portion of the bill will be postponed until the dispute has been resolved. A customer waiting to dispute a bill until the EPB has scheduled service to be cut off due to non-payment must pay the bill in full and then begin the resolution process. Inability to pay a bill when due is not a basis for a disputed bill.

An EPB Customer Service Representative (CSR) will investigate the disputed bill and notify the customer of their

findings. If the CSR is unable to resolve the error/dispute the customer may request that the Customer Service Manger review the bill and make a decision as to the dispute. In the event the customer is not satisfied with the decision of the Customer Service Manger, the customer may request an appointment with the General Manager to review the disputed bill.

At the review the customer shall present any evidence to support why the bill is in dispute and the General Manager or his/her representative shall present what efforts the EPB has taken to resolve the dispute or support the correctness of the amount due. The General Manager will make a decision within three (3) business days and notify the customer in writing of the decision. In the event it is deemed the customer owes the disputed bill, in whole or in part, the decision will specify a date, not to exceed seven days from the date of the decision, that the disputed bill, or portion there of, must be paid to avoid additional collection procedures. 

In the event the customer remains unsatisfied with the General Manager’s decision the customer may request a

hearing before the Board of Directors of the EPB at one of its regular monthly meetings. Such requests shall be in

writing and delivered to the General Manager and/or the Secretary to the Board who will schedule the Board hearing at the earliest practical date. Decisions by the Board are final and shall be conveyed to the customer in writing.

The customer has the right to have other representation at any of the hearings.

Approved by the Board: 10/09/25